Hertz rental desk inside the Hyatt Regency Maui Resort and Spa (200 Nohea Kai Dr, Lahaina, HI 96761) — extremely disappointing experience.
I had a reservation for 2/15/26 at 8:00 AM (large SUV). I got in line at 7:55 AM with only one person ahead of me and still didn’t receive a vehicle until 8:31 AM because the only representative left the desk to “check the lot” for availability. When she returned, she said the vehicle class I reserved was not available and provided a non-comparable vehicle instead.
The representative also stated the vehicle had not been cleaned and attempted to wipe sand/dust off with a cloth during the walk-around. She told me the vehicle was about half a tank of gas and said she “marked it in the system.” She did not—my paperwork reflected 100% fuel at pickup.
I returned the vehicle the same day after driving 47 miles and was charged $52.79 for fuel, claiming 6.88 gallons were needed to return it to full. That is not plausible for 47 miles (the vehicle gets over 20 mpg), and it also ignores the fact the vehicle was not full when I received it. This looks like inaccurate fuel documentation at pickup, and I was billed for it.
To make matters worse, I contacted Hertz support immediately after my red-eye back to Denver when I saw the fuel charge and have received no response after four business days. Phone support and live chat were no help either.
Between the lack of the reserved vehicle class, the unclean car, the fuel discrepancy, and the lack of support afterward, this was an unacceptable experience. I’m requesting a full refund.
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